Product Experience Research Manager

Company :

Highmark Health

Job Description : 

JOB SUMMARY

*If you reside within a 50 mile radius of a Highmark location this will be a hybrid role with onsite 3 days a week.

This job is responsible for the generation of customer/patient and clinician experience insights for Product & Health Experience strategic product portfolios.  They are accountable for understanding the customer/clinician experience by leading the development of the experience research plan with internal stakeholders, applying best practices and human-centered design standards, and then coordinating the execution of  primary research through quantitative methods such as surveys and qualitative methods including customer interviewing for a defined  population. Research will be conducted and managed in a way that supports business decisions, measures performance, and provides strategic guidance to the organization. The candidate will work closely with stakeholders and peers to integrate experience insights with business outcomes to track the overall performance of solutions and products.   

ESSENTIAL RESPONSIBILITIES

• Oversee strategy and design of mixed-methods experiential primary research plan across a portfolio of solutions as part of a complex measurement and evaluation plan (research protocol). 
• Perform execution of experiential primary research plan through creation and launch of data collection methods, leveraging industry leading tools and standards (surveying / interviewing etc.)
• Perform primary data analysis associated with mixed-methods research findings. Interpret these findings through multiple lenses, ensuring data integrity and validation. Partner with internal analytic resources to integrate experiential findings as part of broader insights generation.
• Formalize findings and convey results in the form of visual, written, and verbal reporting to stakeholders and executive audiences. Acclimate audiences to learnings by providing industry context, standards, and benchmarks where appropriate. 
• Manage matrixed relationships with various internal and external stakeholders (stakeholder management & relationship building)
• Support internal process improvement activities and uphold Highmark strategic core behaviors.
• Other duties as assigned or requested.

EXPERIENCE

Required

• 5 years of work experience, with some exposure to research or healthcare related fields
• Experience in market, customer, and/or clinician experiential research setting. Marketing research experience is defined as having worked as either a project manager or lead research analyst for a minimum of 2 years. Work on ether the client or vendor side of the research industry is acceptable.  Previous experience in marketing research with insurance is a plus.

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Preferred

• Prior experience in Health Insurance or a Health Care Environment
• Proven expertise in customer satisfaction research / programs
• Ability to collect and analyze datasets to identify trends, patterns, and insights
• Familiarity with using industry tools such as Qualtrics, MURAL, User Testing platforms (or similar tools)
• Specialized in customer experience research or design thinking 

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SKILLS

• Market or experiential research strategy design
• Market research mixed-methods data collection proficiency such as survey and/or moderated focus group, interview techniques, or user experience research
• Data analysis methodologies relating to market research
• Storytelling and reporting with focus on visual, written, and verbal presentation skills
• Project management and working according to standard processes and timelines
• Ability to lead teams and manage stakeholders
• Familiarity with research tools and an ability to adopt use of new technologies to support execution of work
• Clinical knowledge or an aptitude toward understanding clinical operations

EDUCATION

Required

• Bachelor's Degree in general science or life/health related science degree or related disciplines or business with focus in marketing research or relevant experience and/or education as determined by the company in lieu of bachelor's degree.   

Preferred

• Masters degree

LICENSES or CERTIFICATIONS

Required

• None

Preferred

• Human Centered Desi